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Posts in category 'Conference'

29 October 2014

Experientia at EPIC: UX transforming a financial institution

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In September 2014 Experientia gave a presentation on working as UX professionals with financial institutions at the EPIC conference in New York.

The paper is now available on the EPIC site in HTML and PDF versions (free registration req’d).

Abstract
Application of a user-centered approach rooted in ethnographic methodologies facilitates a major European bank’s transition to a business strategy based on understanding people’s needs, behaviors, values and motivations. Three UX case studies conducted over three years illustrate our educator, moderator, partner framework for collaborating with large enterprises in flux.

EPIC stands for Ethnographic Praxis in Industry Conference. It is the most important global conference on qualitative research in business. The next edition will take place in September 2015 in Sao Paulo, Brazil.

25 October 2014

Experientia president to speak at User Friendly 2014 in China

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Experientia president Michele Visciola is one of the keynote speakers at User Friendly 2014, the annual user experience conference of UXPA China, to be held in Wuxi, China, 13 to 16 November.

The theme of the 11th conference is the “new era of the experience economy,” thus underlining the importance of transferring UX concepts and practices to industries and fields, and of shifting R&D from a manufacturing-oriented focus to a service-oriented one.

Other keynote speakers are Rong Tao, president of UXPA China and Chief Experience Officer, Ping An Financial Technology Co., Ltd; Sheng Fu, CEO, Cheetah Mobile; Tomer Sharon, Senior Search UX Researcher, Google Search; Alfred Lui, Chief Design Officer, Seer Labs; Melanie Arens, Vice President / Customer Experience Delivery Manager, Wells Fargo´s Digital Channels Group; Vijay Kumar, Professor, Chicago’s IIT Institute of Design; and Lou Yongqi, Dean / Professor, College of Design and Innovation, Tongji University.

Michele will address the topic of why ecosystems in the digital economy should be open and how UX can help different ecosystems to evolve and co-exist by enabling people to cultivate their own stability and aspirations. UX, he says, should not be aimed at “not making people think”, but rather at “making people think better”.

19 October 2014

Event: Why the world needs anthropologists

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An upcoming event is encouraging anthropologists to “come out of their ivory towers” and work more closely with their colleagues in the field, in order to bridge the gap between “pure” and “applied” anthropology.

The international symposium “Why the world needs anthropologists” (Facebook page) will be held on 5 December 2014 in Padua, Italy.

Experientia president Michele Visciola will be one of three speakers at the free symposium. He will reflect on the conference aim of erasing the boundaries between “pure” and “applied” anthropology, and presenting opportunities for establishing long-lasting cooperation between academics and practitioners.

According to the organizers, “contemporary demands give us no time to get stuck by internal tensions and divisions within the discipline – anthropologists need to come out of their ‘ivory towers’ and come to terms with the increasingly prominent economic, political and ecological challenges of our world.”

Other speakers are Antonio Luigi Palmisano, Professor of Social and Economic Anthropology at the University of Salento, and Rikke Ulk, CEO, Chief Anthropologist and founder of Antropologerne.

29 September 2014

Reflecting on EPIC 2014

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Simon Roberts – now of Stripe Partners – was the organizer of last year’s EPIC (Ethnographic Praxis in Industry Conference) in London. He did a truly excellent job. This year he was at EPIC in New York, not as an organiser any longer, but as an engaged participant. Here are his thoughts on how it went, grouped into seven headings:
1. Intangible and tangible value
2. The temporality of ethnographic practice
3. Short and very sweet
4. Speaking the language of business
5. The value of the humanities
6. Envisaging and materialising the future
7. We should not divorce design

8 September 2014

Experientia @ Epic 2014: focusing on relationships and values

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It’s that time of year again, when ethnography professionals come together to exchange knowledge, discuss ideas, and share experiences about the practice of ethnography in the business world. EPIC 2014 kicked off yesterday (Sept 7th) in New York, with a focus on relationships, and particular on how positive relations create new values in the things, places, and people ethnographers engage with.

On that theme, senior Experientia ethnographer Gina Taha is presenting a case study of transformation in the finance industry, and the different roles and relationships user experience consultancies need to play when dealing with large, traditional business structures. Experientia’s presentation will be on Wednesday September 10th, in Session 5, which runs from 11:15 to 12:30. The theme of the session is Evolving and Expanding the Value of Ethnography in Industry.

If you’re interested in checking out the great papers being presented, the draft proceedings are already online. Experientia’s paper starts on page 249.

Co-author, and Experientia President, Michele Visciola, is also at the conference, which will continue until September 10th. Remember to say hi if you spot either Gina or Michele!

5 September 2014

Draft proceedings of EPIC 2014 conference online

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The 2014 edition of EPIC, the premier international gathering on the current and future practice of ethnography in the business world, will take place in New York next week.

The draft proceedings have just been posted. Here is the table of contents:

Papers 1: Ethnographic Cases | Dawn Nafus, Curator

  • A Perfect Storm? Reimagining Work in the Era of the End of the Job – Melissa Cefkin, Obinna Anya, Robert Moore
  • Manufacturing Expertise for the People: The Open-Source Hardware Movement in Japan – Matt Krebs
  • Corporate Care Reimagined: Farms to Firms to Families – J.A. English-Lueck, Miriam Lueck Avery
  • “Co-Creating Your Insight: A Case from Rural Ghana” – Evan Hanover

Pecha Kucha 1: Exchange

  • China Over/Under: Exploring Urban China’s Informal Markets – Zach Hyman
  • The Concierge Diaries: Research by Analogy – Derek Kopen
  • Bodywork and Productivity in Workplace Ethnography – Sam Ladner
  • Pathfinder: An Adventure at the Interface of Design and Business – Erick Mohr
  • Everyone’s Trash: Recycling in China – Molly Stevens
  • Trapped in Traffic: A Story About Finding Connection on the Go – Nora Morales, Santiago Negrete

Papers 2: Place and the City | Kate Sieck, Curator

  • Service Designing the City – Natalia Radywyl
  • Community Centered Design: Evolving the Mission of the Creative Industry – Jacqueline Wallace
  • Place and Small Businesses: Reflections on Ethnographic Research in and on Place – Josh Kaplan
  • Ethnography Inside the Walls: Studying The Contested Space of the Cemetery = Annika Porsborg Nielsen, Line Groes

Papers 3: Rituals, Magic, Politics and Power | Simon Roberts, Curator

  • Business, Anthropology, and Magical Systems: The Case of Advertising = Brian Moeran
  • Consulting Against Culture: A Politicized Approach to Segmentation – Marta Cuciurean-Zapan
  • The Model of Change: A way to Understand the How and Why of Change – Johanne Mose Entwistle, Mia Kruse Rasmussen
  • Quotidian Ritual and Work Life Balance; an Ethnography of Not Being There – Jo-Anne Bichard, Paulina Yurman, David Kirk, David Chatting

Pecha Kucha 2: Value

  • Saving Journalism from Churnalism – Gordon Baty
  • How Being Rather Than Doing Can Add Value – Marlisa Kopenski Condon
  • On Empathy, and Not Feeling It – Tiffany Romain, Tracy Johnson, Mike Griffin
  • Well, That Was Awkward! The Value of Discomfort – Marta Cuciurean-Zapan, Evan Hanover
  • Collateral Revelation – Paul Ratliff
  • i remember you NOW. i remember you HOW – Sara Jo Johnson

Papers 4: Emerging Practices & Methods | Curator: Martin Ortlieb

  • Making Change: How Ethnographic Research on the “Maker Movement” Can Change the Future of Computing – Sue Faulkner, Anne McClard
  • You’ll Never Ride Alone: The Role of Social Media in Supporting the Bus Passenger Experience – Paul Gault, David Corsar, Peter Edwards, John D Nelson, Caitlin Cottrill
  • Digital Trust: An Analysis of Trust in the Adoption of Digital Support Services – Emilie Glazer, Anna Mieczakowski, James King, Ben Fehnert
  • Little Data in a Big Data World – Julie Norvaisas, Jonathan (Yoni) Karpfen

Papers 5: Evolving and Expanding the Value of Ethnography in Industry | Curator: Martha Cotton

  • Anticipatory Ethnography: Design Fiction as an Input to Design Ethnography – Joseph Lindley, Dhruv Sharma, Robert Potts
  • Transforming a Financial Institution: The Value of UX Professionals – Erin O’Loughlin, Gina Lucia Taha, Michele Visciola
  • Valuable Connections: Design Anthropology and Co-Creation in Digital Innovation – Mette Gislev Kjaersgaard, Rachel
  • Charlotte Smith – Iterating an Innovation Model: Challenges and Opportunities in Adapting Accelerator
    Practices in Evolving Ecosystems – Julia Haines
24 July 2014

HeadCon ’13: What’s new in social science?

headcon13

In July, 2013, Edge invited a group of social scientists to participate in an Edge Seminar at Eastover Farm focusing on the state of the art of what the social sciences have to tell us about human nature, entitled “HeadCon ’13: WHAT’S NEW IN SOCIAL SCIENCE?”.

The ten speakers were Sendhil Mullainathan, June Gruber, Fiery Cushman, Rob Kurzban, Nicholas Christakis, Joshua Greene, Laurie Santos, Joshua Knobe, David Pizarro, and Daniel C. Dennett. Also participating were Daniel KahnemanAnne Treisman, and Jennifer Jacquet.

“We asked the participants to consider the following questions: “What’s new in your field of social science in the last year or two, and why should we care?” “Why do we want or need to know about it?” “How does it change our view of human nature?”

And in so doing we also asked them to focus broadly and address the major developments in their field (including but not limited to their own research agenda). The goal: to get new, fresh, and original up-to-date field reports on different areas of social science.”

Here are the videos:

The event was also an experiment in online video designed to capture the dynamic of an Edge seminar, focusing on the interaction of ideas, and of people. The documentary film-maker Jason Wishnow, the pioneer of “TED Talks” during his tenure as director of film and video at TED (2006-2012), filmed the ten sessions in split-screen with five cameras, presenting each speaker and the surrounding participants from multiple simultaneous camera perspectives.

Edge now presents the program in its entirety: nearly six hours of Edge Video and a downloadable pdf of the 58,000-word transcript.

15 June 2014

Behaviour change presentations at Nudgestock event

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On 6 June OgilvyChange, the specialist behavioural sciences practice of Ogilvy & Mather UK, hosted the second edition of Nudgestock, the “largest gathering of behavioural experts in the world”. The one day event on May 24 saw speakers from fields as wide ranging as behavioural finance, evolutionary theory, the science of magic and design discussing where theory and hypotheses has been creatively translated into successful behaviour change around the world.

The organisers have uploaded most of the speaker videos, of which we highlight a few:

Dr. Dan Lockton: Designing with people in behavioural change
Many approaches to behaviour change largely model humans as defective – bad at making decisions and in need of intervention. Yet most people, surprisingly, actually manage to get by. More often, design lets them down and produces barriers to behaviour.
Dan Lockton is a Senior Associate at the Helen Hamlyn Centre for Design, Royal College of Art.

Ed Gardiner: A recipe for making good ideas happen
Understanding how we tick is half the challenge, applying these insights in the real world is the real issue. We can now turn cutting edge science into real world products and interventions.
Ed Gardiner is the Head of the Behavioural Design Lab in partnership with the Warwick Business School.

Rob Teszka: Cognitive Psychology and Magic
Magicians have the uncanny ability to manipulate how people perceive the world. The study of attention and awareness reveals the efficiencies in the human brain. If we can understand why something fails, you can understand how it works.
Rob Teszka is a Cognitive Psychologist at Goldsmiths University and a Member of the Magic Circle.

21 May 2014

Video of Experientia talk at Moleskine’s “Notes for the Future” event

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There are endless choices when it comes to recording and sharing our ideas. Reliable analog tools are converging with innovations in technology to produce new ways of working. So what’s the future of note-taking?

In celebration of 150 years of the Politecnico di Milano, Moleskine invited various creative thinkers – including Mark Vanderbeeken of Experientia – to share their thoughts on the subject in the first of a series of gatherings called “Notes for the Future“.

Moleskine has now compiled the outcomes of the first edition in a voicemap and a video, thus seeking to remain faithful to the theme at the center of Notes for the Future: converging audio, visual, analog and digital ways to record and share the ideas of the future.

19 February 2014

Videos of Day 3 of Interaction14 conference

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Is there a Language of Interaction Design [Not yet online]
Keynote by Gillian Crampton Smith, Designer/Educator, IUAV University of Venice
> Full description

Bridging the Physical-Digital Divide [44:32]
Jason Mesut, Head of User Experience at Plan Strategic
Bridging the gap between Industrial and Interaction Design to develop better products and services for the physical-digital age
influence on our world. In some ways, this is great, but we seem to have forgotten those designers with the talent for crafting physical forms that can fit into our hands, our homes and our lives.
For a future Internet of Things we need to better engage Industrial Designers in what we do. This talk will explore how we do that.
> Full description

You’re unique. Just like everybody else. Or how your perspective is limiting your work and hindering your team [32:08]
Tash Wong, Chief Coaster Officer of Coastermatic
We pride ourselves on being empathetic, but how does our intrinsic understanding of the world work to hinder us?
Individual perspectives can keep us from understanding others. Using gender as a lens, we can uncover fascinating differences in the ways we use language and storytelling to communicate, as well as distinctive modes of approaching technology.
In this talk, learn how understanding different modes of interacting with the world can provide us with a framework to uncover new ideas, better empathize with users, and build stronger relationships between teams at work.
> Full description

Education summit debrief [40:17]
Dave Malouf, Sr. Manager of Product Design at Rackspace
During the 2014 Interaction Design Education Summit, several educators, practitioners and students participated in an interactive dialogue on the future of interaction design education.
Introduced by Jared Spool, and coached by Gillian Crampton Smith, Daniel Rosenberg and Fred Beecher, scenarios were created and developed around the themes of alternative educational models; design schools versus industry; online presence and portfolios and (new) forms of apprenticeship.
> Full description

Typography at the intersection of Design, Technologies and Languages [37:18]
Peter Bil’ak, Typotheque
Type design is full of contradictions — it is one of the most specialised design disciplines, but also the one whose results audience cannot escape, being bombarded by type daily.
Peter Bilak discusses what thoughts go into designing a typeface — starting with language, technology and how it affects its design.
> Full description

Pair Design and Why You Need It [Not yet online]
Christopher Noessel, Managing Director at Cooper
> Full description

Making More UX Designers: UX Apprenticeship in the Real World [41:00]
Fred Beecher, User Experience Designer at The Nerdery
The demand for user experience designers has skyrocketed. Interest in UX as a career has soared along with that demand. Every UX designer gets asked how to get into the career, but the sad fact is that there’s no real answer to that question. Although demand is high, that demand is only for designers with 2-3 years of experience or more. There are simply not enough experienced designers to fill these positions, and this experience gap is a barrier to offering potential designers a consistent path from interest to employment.
> Full description

Design in motion: the new frontier of interaction [37:58]
Antonio De Pasquale, Senior Interaction Designer at frog
Technological advances have allowed, in the last few years, a big step forward in the dynamic behaviors and interactions patterns that we used to do with software in the past. Motion is one of the key element of this change but how can we imagine & sketch the way something feels & reacts? Starting from the basic of motion design, we’ll discover a set of “standard” motion patterns and how we can sketch & use them in a design project to increase affordance, to simplify complex interactions and to give a new dynamic brand identity to our products.
> Full description

Jam session

A story a day keeps the doctor away [09:49]
Damjan Obal, UX Consultant & Chief Storyteller at Edgar
In July 2013 Damjan embarked on an epic journey to become a better storyteller. The motivation came when his team started working on their startup EdgarTells.me which he co-founded. Their goal is to encourage and help people craft and share their stories. On the other hand, the mission he set for himself was: share one story a day, mostly about and from new, random people he meets.
> Full description

The Shock of the New: Communicating Change [08:32]
Stephanie Aaron, Senior Interaction Design Consultant at Large Financial Institution
You’ve just made something great, now don’t piss off your customers.
We’ve all had the experience – we open an essential site, or our favorite app and – everything is different. It might actually be better – but may not seem so in that moment as we’re trying to accomplish a task.
Learn how we can ease our customers into the new by preparing them for those changes through better communication methods.
> Full description

When Things Come Alive! [09:01]
Gaurav Patekar
This talk presents a novel and fun way of interactions we will have with devices of tomorrow.
Imagine, on one of these regular mornings, you go to your kitchen to make breakfast, and hear your toaster saying “GOOD MORNING” in a voice good enough to brighten up your day. What happens when inanimate objects start talking to us?
This talk presents an exploration into ‘devices with character’. How the character affects the interactions and behavior that they have with us, and how this can be leveraged to make devices more understandable and fun.
> Full description

Interaction béchamel [27:26]
Guillaume Berry
Eating is a primary human need and one of our own energy source. We have developed tools and techniques to hunt, grow, produce and keep all sorts of food. We have designed countless solutions to cook and present food, make it an interesting activity to renew.
Interaction design is like a problem solving cake with human emotions flavors in it… Let’s find out if we can call ourselves Design Chefs or at least be good interaction cooks for people.
> Full description

Designing for Dasein: what philosophy class taught you about design [37:56]
Thomas Wendt
This talk examines philosophical origins of design principles and develop new models of practical implementation.
The main goal of this presentation is to trace design principles and practices back to their philosophical roots in order to gain new insight on how they complement one another.
The talk covers how modern design can be traced back to phenomenology, a philosophical tradition that emphasized active engagement in the world, understanding ourselves through objects, and practical implications of theory. It includes a short history of phenomenology followed by illustrations of how modern designers practice “applied phenomenology” through technology design.
> Full description

User Interaction: Experienced vs Remembered [53:28]
Lucinio Santos, User Experience Engineer at IBM
Your memory of an experience may not match the experience itself as you lived it. What constitutes a positive or negative user experience (as measured by observation or usability evaluations, for example) does not necessarily translate to a corresponding positive or negative memory of that experience (as captured by surveys or other forms of retrospective assessment). This session describes selected research in Psychology and Behavioral Economics relevant to the differential factors affecting how individuals experience their interactions, vs how they remember them. It also discusses how those two facets of an experience are relevant to different aspects of a product’s lifecycle.
> Full description

The Visual [Emotional] Vocabulary of Sustainability [33:43]
Arlene Birt
Structuring messages to help audiences connect with sustainability: Opportunities at the intersection of information, communication, visualization and interaction.
Social and environmental sustainability are complex and daunting topics. Convincing people to adjust their behavior in order to adopt more sustainable patterns is a challenge. When the goal is to help audiences understand the deluge of data, communicating context is highly important. This has a lot to do with establishing an emotional connection between individuals and information.
Data that is designed to tell a story can create a strong connection between high-level, abstract sustainability concepts and the daily, individual actions of consumers.
> Full description

Stop Fighting, Start Designing [33:01]
Dan Brown, co-founder EightShapes
In this session, Dan Brown talks about some basic techniques for dealing with conflict. As a participant, you will discuss ways for dealing with three common situations (perhaps you’ve faced them):
– Excluded from planning: Designers don’t get to participate in planning the project, and find themselves stuck with unreasonable milestones.
– Inconsistent expectations: Project participants and decision-makers change their tune from one meeting to the next.
– Lack of a decision-maker: The project doesn’t have a single point of contact for making decisions, causing the team to spin out when a final call is required.
> Full description

The Computer as Extended Phenotype [32:43]
Steven Pemberton, senior researcher at CWI
The “phenotype” in genetics is any characteristic of an organism like form, development, behaviour, even products of behaviour like birds’ nests. An unusual property of humans is language, where survival information can be passed by other means than genes.
This leads to ‘memes’, analogous to genes, as carriers of information. Memes have allowed humans to create buildings, cities, and fly like gods through the sky, though in cramped surroundings with terrible food. And to create computers.
So are computers part of our phenotype? Should we care?
> Full description

Choice…Gateway to Engagement [30:14]
Brad Nunnally, User Experience Solution Architect at Perficient XD
Understanding the anatomy of a choice is crucial to surviving the new world of product design. If designers, developers and product owners can better understand how choices are made and, more importantly, why they get made, they will be better equipped to disrupt the market. This talk explores the complexity of making choices and how an environment built for choice leads to a better customer experience.
> Full description

Interacting in the Global City [36:18]
Keynote by Saskia Sassen, Professor of Sociology, Columbia University
In today’s global cities, public urban space is constituted in my different ways. Residents in the same neighborhood may have very diverse types of knowledge about their shared public space: The children know the neighborhood at ground level, the tech designer knows the Wi-Fi coverage at the cafes, the homeless know about the night fauna. How do these understandings of urban space affect our view, use, and design of technology?
> Full description

19 February 2014

Videos of Day 2 of Interaction14 conference

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Body Languages of Interaction Design [38:53]
Keynote by Irene Au
Design is both art and science, yet while we teach methods and practices for hard design skills, we don’t teach practices that address the art of design, which is often mystified as “creative genius”.
Irene’s talk will explore how through meditation and yoga we can acquire the most critical skills we need to be great designers: how might we become more focused so we can deliver the one or two key features that would be most useful; how might we more effectively cultivate access to our empathy and insight to create usable products; and how we can be more innovative and bring inspiration, delight, and heart to the people who use the products we design.
> Full description

Designing to unleash playfulness and curiosity [30:13]
Jan Willem Huisman, Founder, IJsfontein Interactive Media
Curiosity and playfulness are deeply embedded in our mind and feed the urge for learning and exploring. It’s this behavior that pushes intelligent species forward in their evolution. When Jan Willem graduated multimedia design at the Royal College of Arts in London, he was fascinated by this phenomenon and started his quest to unleash this primal source of energy.
In our current educational system curiosity and playfulness are often seen as inconvenient. However, the digital age gives us the opportunity to redesign the way we interact so we can evoke this energy instead of restricting it. In this presentation Jan Willem shares his quest and his findings on designing to unleash playfulness and curiosity.
> Full description

The Language of Physical Theater [37:58]
Mary Constance Parks
The language of physical theater is like the languages of typography and animation, but more obviously connect to the human.
In this talk, three basic principles from physical theater will be presented that function as high-level constraints on how physically-trained actors can capture peoples’ attention and maintain rhythm and focus during story-telling in a performance. These principles have correlates in film, animation, typography, and spoken discourse. In this talk, the principles will be demonstrated, and the attendees will be encouraged to find parallels between the physical theater structures and aspects of Interaction Design.
> Full description

Communicative Surfaces [15:07]
Svenja Keune, Founder, EmotionLab
What kind of effects do interfaces+interactions have to our everyday life, our senses, our behaviour? How can textiles makea change?
As the world of communication is more and more entmaterialized, this talk focuses on haptical and emotional languages of interaction. Svenja is working with textiles and technology, her special interest is the humans´ relationship to an object and vice versa.
> Full description

Design Thinking at Scale [39:09]
Surya Vanka, Director of User Experience at Microsoft
In his talk, Surya unpacks the five principles underlying Microsoft’s innovative integrated user experience model. He showcases a ten year journey of developing an authentic design voice and language, and describes how this was born from clarity of purpose and a shared sense of mission. He offers insights drawn from the cultural transformation of a large company that was known for technological prowess into one that is driven by user experience.
> Full description

Designing with Sensors: Creating Adaptive Experiences [32:30]
Avi Itzkovitch, Owner, IoT News Network
Avi Itzkovitch presents core concepts for utilizing smart device technologies and sensor data in order to understand context, and helps you add “Adaptive Thinking” to the UX professional’s toolset when designing experiences. In his presentation, Avi demonstrates the importance of understanding context when designing adaptive experiences, gives ideas on how to design adaptive systems and most important, inspires designers to think how smart device technology and context aware applications can enhance the user experience with adaptivity.
> Full description

Evangelizing and Designing Voice User Interface: Adopting VUI in a GUI world [37:37]
Stephen Gay and Susan Hura
Apple’s Siri and Google Now have ignited consumers’ interest in voice user interface (VUI) by delivering valuable and delightful customer experiences. Innovative companies can leverage VUI solutions to create a competitive advantage. But how do you drive the adoption of VUI in an organization with a long GUI-only history? Stephen Gay and Susan Hura share the frameworks they used to evangelize VUI, offer key insights and design principles to help you start your own grassroots VUI movement, and provide best practices and a VUI brainstorming canvas.
> Full description

The Executioner’s Tale [21:36]
Christina Wodtke
Ideas are cheap. Execution is everything.
Christina has spent her career attacking impossible tasks: at Yahoo, taking on the giant Google at search; at Linkedin, bringing people to participate daily at a site about resumes; at MySpace, reinventing the profile; at Zynga, building a social network for play. Some succeeded some did not. All had one thing in common: large groups of people all working toward a single goal. Lean can tell you what to build and Agile tells you how to build it–but neither tell you how to build it as a team. How do you build consensus? How do you inspire outlandish dreams? How do you create accountability in teams? Christina shares her toolkit for clarity and commitment.
> Full description

Jam session

Designing a Better Death / A good Death [Not yet online]
Navit Keren, UX at Huge
> Full description

Here, there be dragons: a fable of UX in the realm of Enterprise SaaS applications [Not yet online]
Krishna Brown, “Billy”
> Full description

How the London Underground map helped us solve the problems of one of the largest financial institutions in the world [Not yet online]
Kent Eisenhuth, Lead Designer at Electronic Ink
> Full description

Bad Design Advice [31:48]
Paolo Malabuyo, User experience design leader, Mercedes-Benz Research & Development North America
Paolo share ssome of the worst UX design advice he has received and what lessons he has really learned from them.
Sometimes you get good advice, often bad advice, and every so often you get bad advice masquerading as good advice. Here are a few in the last category that Paolo has received over the years with an explanation as to why they’re bad and what lessons he really learned from them.
> Full description

Designing for privacy in mobile and web apps [35:44]
Amber Case, Director at Esri
This talk covers best practices for designing web and mobile apps with the privacy of individual users in mind. Privacy has been an even bigger issue with location-based apps, and we ran into it head-first when we began work on Geoloqi. Designing an interface that made one’s personal empowering instead of creepy was our goal. The stories from our design desisions with Geoloqi are also included in this talk.
> Full description

Why Executives Obsess Over Icons (and other insights from the boardroom!) [26:29]
Uday Gajendar, Principal Designer at Citrix
This talk offers insights from real situations working with top-level executives (including the CEO) on major UX projects. We constantly clamor for a seat at ‘the table’ but what happens when you actually get there? How do you assert yourself as an authority of design that is perceived and valued as such, not someone who ‘makes pretty pictures’ or ‘plays with stickies’? Gajendar’s goal in this talk is to set up design leaders for success by raising their ‘executive IQ’. He presents an ‘executive persona’ and various contexts for dealing with executive inputs, with lessons learned.
> Full description

Designing without users [25:47]
Ian Fenn
Learn how to still get users into your design, even if your client has denied access to them.
> Full description

The Humane Enterprise [35:35]
Scott Nazarian, Creative Director at frog design
What new capabilities and service offerings might become possible if we can imbue the foundation—enterprise software and hardware—with human- machine elegance? Can we reconcile deep computing structures and practices with the more “nodal,” or highly mobile and personal sensibility that defines contemporary, daily computation? Interaction and experience designers can to transform human-computer interaction within the enterprise services layer to accomplish this.
> Full description

The Shift: UX Designers as Business Consultants [34:17]
Davide Casali, Experience Designer at Automattic
Businesses are increasingly adopting user-centered approaches to create experiences, moving UX design to be one of the core activities driving the company strategy and operations.
This is an incredibly valuable opportunity that we designers can take to step up and contribute to create the great experiences and services they envision, taking our vision, tools and understanding to a different level. But we need to learn the new skills to play at this table, a table that’s often speaking a different language with a lot of politics and different stakeholders.
> Full description

On earning respect and doing what we love [30:06]
Santiago Bustelo, Design Director, Keikendo
Our career and our professional relationships are a design problem that we can solve with a design process.
How can we designers get the professional respect we want? This talk explores several topics and models that can help not only you, but the design community as well, along the way.
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The De-intellectualization of Design [46:46]
Keynote by Daniel Rosenberg
During this keynote, Dan Rosenberg intertwines two frequently misunderstood topics relevant to the practice of UX design in the coming decade, which he faces daily in his consulting and educator roles. The first is to debunk a pervasive set of fallacies regarding the differences between designing enterprise solutions and consumer products. The second is the trend towards deintellectualization in UX practice and education, that both diminishes the UX professional value and also reduces our collective capacity to solve the hardest class of design problems. While these topics might seem disconnected, come to this keynote to gain insight into why they are tightly coupled and how both could affect your IXD practice in the future.
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19 February 2014

Videos of Day 1 of Interaction14 conference

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Languaging reality, dialogue and interaction [41:05]
Keynote by Klaus Krippendorff, Emeritus Professor of Communication at The Annenberg School for Communication, University of Pennsylvania
In his keynote, Klaus distinguishes four theories from the philosophy of language and elaborate on dialogical conceptions of how reality comes to be constructed. To him, languaging – the process of conversing in language – is a creative and fundamentally socio-cultural practice. Language does not merely describe, it creates realities in conversations and actions. Dialogical conceptions raise doubts in several common epistemological assumptions. Questioning them could open possibilities of seeing interaction design in a new way.
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Food = interaction [44:04]
Bernard Lahousse, Partner at Foodpairing.com
The way we experience food is much more complex than taste only. Food is influenced through the interaction with and between our senses.
How important is our nose and how does that influence the food and combinations we like?
Can color change the way we perceive food? And what about sound, touch, the setting, do they interact with food?
In this talk, Lahousse explores modes where one will taste, smell, touch, hear food in ways never experienced before.
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Human Interactions: Physical and Virtual [37:44]
Stephanie Akkaoui Hughes, Founder at AKKA
Architecting Interaction explores designing for interaction through space. Space, a sort of physical interface, stimulates human, analog and digital interactions.
All our actions are interactions.
So how can we create the spaces for interaction to emerge? The key is in designing a context that embodies the three qualities of a human context.
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The UI of Nature: How nature’s hidden language of interfaces will impact the future of interaction [Not yet online]
Zak Brazen, Creative Director at George P. Johnson, and Wyatt Starosta, User Experience Consultant at OpenTable
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If light could fly [40:35]
Lorna Goulden, Founder, Creative Innovation Works
This presentation introduces the topic of interaction design in the context of the city as interface. With reference to an urban re-development program in the Netherlands, a range of interactive installations were presented to illustrate how a focus on the end-user experience and the application of key experience design principles has been pushing the boundaries of traditional approaches to urban re-development.
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The lost art of efficiency in interaction design [33:45]
Giles Colborne
For users, sitting home at their computers, it’s hard to judge the passage of time. That means there’s a big difference between perceived efficiency and actual efficiency. Little by little, we’ve lost our our ability to design for actual efficiency.
But perceived efficiency is no longer good enough. We need to create interfaces that people can glance at, use with a flick of the wrist or check a dozen times an hour.
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Jam session

A Model of Behavioural Design [10:33]
Steve Baty, founder and principal of Meld Studios, and president of IxDA
This talk outlines the key inputs in a model of Behavioural Design and how those inputs help designers to directly target specific behaviours. It looks at the role of interaction design, behavioural psychology, systems thinking and other tools. And it proposes that a model of design with behaviour as its focus offers a coherent and complete approach to design in a way that is consistent with the goals of client organisations.
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Design matters : Tackling poverty [11:15]
Lea Ward, Creative Director at Cnote
When families are living long term on social assistance, how can a system help them become self reliant?
How can design make a difference in a programme to help families living on social assistance become more self-reliant?
The Dutch city of The Hague started the EU funded pilot “Door-to-Door for Change” to help parents who have been out of the work for years to find work or social activities in their neighbourhood.
This talk shows how deep understanding of those involved helped design a successful programme.
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Important things about user experience design I’ve learned from my cat [10:18]
Anneli Olsen, Researcher, Tobii Technology
Do you like UX? Do you like cats? Have you ever thought about what they have in common?
Let’s face it – cats are probably the most selfish and self-absorbed creatures on the planet. Everything we’d hate in another human being, we love in our cats. So how have they succeeded in becoming one of our favorite pets? Whatever they’re doing must be a hell of a user experience.
In this talk Anneli presents some of the key things she has learned by doing a user experience evaluation of her cat.
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UX and the City [28:38]
Jonathan Rez Senior Experience Architect, Razorfish
How the built environment shapes our behaviour and how architects and urban planners design environments to shape our behaviour.
In this presentation he shares some of the lessons he has learnt along the way, while working with urban planners and architects, to create and improve human experiences in the built environment.
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Everybody Knows When You’re Talking To Your Mother [31:54]
Chris Clark, Product Designer for Fitbit
A crash course in sociolinguistics, and a challenge to find the messages hidden in your own words.
Words tell our customers what we think of them. Are we speaking to them like our elders? Like royalty? Like buddies? Or idiots?
Our language defines the product experience in more ways than we know. From labels to push notifications and support scripts, every turn of phrase hides a legacy of design decisions and company politics.
The way we compose our messages can invite or exclude, empower or admonish in different circumstances. This is a crash course in sociolinguistics, and a challenge to find and iterate on the messages hidden in our work.
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Pitching Ideas: How to sell your ideas to other people? [34:14]
Jeroen van Geel, interaction director and partner, Oak & Morrow
In this session Jeroen van Geel takes you on a journey through the world of presenting ideas. You will move through the heads of clients and your colleagues, learn what their thoughts and needs are, to the core of your idea and into the world of psychology.
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The Magic game circle as a model to design behaviorchange [26:19]
Ellis Bartholomeus, EllisinWonderland
If well designed games can be inviting and persuasive and even addictive. Game elements are like ingredients, there is an increasing amount of cooks, restaurants, kitchens, cookbooks, spices and flavours but no consensus is yet found what is play and how it is perceived. The magic game circle can help as a tool to discuss these elements and recipes in a constructive way.
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Designing your design project [36:16]
Jesmond Allen and James Chudley, both User Experience Directors at cxpartners
Designing large UX projects is a tricky business, particularly when they involve complex requirements, multiple stakeholders, ambitious deliverables and tight timescales.
It’s the part of the design process that no one seems to talk about. Which is strange, as the approach we take can make or break our projects. How do we choose the right techniques? How do we decide the order in which to do things? How do we keep true to the ideals of user centred design within the constraints of a commercial environment? How should our approach flex to accommodate new requirements? How can we keep our ideas fresh in a world of ever-evolving technologies?
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Curated experiences [37:59]
Thomas Kueber, Design Lead at Groupon, and Christian Drehkopf, Mentor at Startup Bootcamp
Today we need to talk about how we create services that not just run on any device but especially deliver experiences that create superb value for the users in their personal situation. Those services are aware of what people do, want, need, who they are with, which time and which conditions and what restrictions they have to deal with. This has to be accessed on a level far beyond just the device that calls the service.
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UX Awesomeness Through the Introvert/Extrovert Spectrum [44:47]
Angela Craven, Senior User Experience Designer at EffectiveUI, and SuAnne Hall, Senior UX Product Designer at Mapquest
Whether the idea of introversion speaks to you, or you more readily identify with more extroverted qualities, everyone can benefit from tapping into their quiet side.
The speakers set out to discover how many designers tend to be more on the introverted spectrum, and what makes them successful. We poured over findings from surveying over 100 people about the topic, 6 one-on-one interviews, and a group discussion with 20 UX’ers.
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Comics: A Medium in Transition [Not yet online]
Keynote by Scott McCloud
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13 February 2014

Qualitative research in industry – videos from the Qualitative 360 Asia Pacific conference

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Qualitative 360 Asia Pacific 2013 took place in Singapore in November 2013, and some videos are now available:

Winning with shoppers via qualitative research [23:57]
Michael Biscocho, Consumer and Market Knowledge Manager, Procter & Gamble
• Leveraging qualitative techniques to complement quantitative methods in consumer behavior
• Exploring FMCG consumer decision making through qualitative research engagement
• Harnessing different methodologies of qualitative research to gain better understanding of market trends
• Implementing qualitative methodologies as part of overall research to develop retail strategies

Taking qualitative research to the cloud [33:38]
Jasmeet Sethi, Regional Head of ConsumerLab, Ericsson
• Learning the art of how to transform qualitative research from a 12 year old kid.
• How could you build and run on-demand insight communities with zero investment?
• Case study from Ericsson on the first ever ‘Over the Top Qualitative Research’

Tapping into the informal economy to create new opportunities for innovation. A case study in recycling and push cart aunties [24:45]
Juliana Koh, Director, Consumer Faces
Manisha Dikshit, Managing Director, Consumer Faces
• Informal economy is a large contributor to the global economy and presents several opportunities/learning for the commercial world
• This paper presents a case study to understand the role of informal economy and how it can be applied in commercial businesses
• The paper further provides pointers on how the corporate/formal world can implement this

Achieving maximum insights from challenging consumers using ethnography for product development in China and Vietnam [27:38]
Christelle Michon, APAC Sensory and Consumer Insights Manager, Symrise
• Understanding the culinary habits of low income consumers in Vietnam through ethnography
• Observing the fun and excitement of kids related to foods in China
• Benefits and challenges of using ethnography: what were the lessons learned?
• How actionable insight were achieved and used for new product development in Symrise

Exploring the meaning of digital: a case of ethnographic research on mobile life in Singapore [26:33]
Masao Kakihara, Senior Research Manager, Google
• How Google does research globally and locally
• Making sense of the meaning of digital life in Asia
• Methodological challenges in the age of big data

Great Wall, Great Reward: finding design-actionable insights for medical devices in China [28:43]
Tico Blumenthal, Global Customer Insights Manager, Medtronic
• Learn how qualitative research is used to drive applied medical device innovations
• Hear a thought-leader introduce examples of how medical devices can be optimized for Chinese customers
• Understand the designer’s viewpoint when filtering observational data
• Hear about some of the unique challenges doing qual. in China
• Tips and tricks for getting better insights

Performance discovery project: emerging market update [25:31]
Ajay Mohan, Director of Partner & Web Marketing APAC, Intel
• Understanding what “performance” means to customers and how they respond to advertising and branding
• Using visualisation techniques to gain unarticulated emotional drivers and emotions behind “performance”
• Employing trained professionals to conduct “therapy” interviews across US, Brazil, China, Germany and India
• Discussing the outcome of the research: What have we learned and how new insights help answer business questions

Digital Qualitative: from add-on to core research [29:25]
Nehal Medh, Managing Director, Consumer Experiences, GfK
• Can online qual methods replace offline qual?
• What advantages do they offer?
• What are the pitfalls we should be aware of
• What are the best ways to engage and motivate the participants in an online qual research?
• Within online what potential does mobile qual research have?
• Going beyond the obvious online tools such as bulletin board, focus group?

Consumer understanding through unarticulated responses and points of expression [26:48]
Marilyne Chew, Head of Qualitative, Nielsen
• Understand how Neuroscience insights are working to make a discussion flow sharper and more precise
• Identifying ways Neuroscience and Qualitative works best together
• Overcoming the challenges of combining the two methodologies in a research study

18 January 2014

Tricia Wang: The Conceit of Oracles (talk notes)

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Sociologist and ethnographer Tricia Wang has posted the notes of “The Conceit of Oracles: How we ended up in a world in which quantitative data is more valued than qualitative data,” her inspiring and much appreciated opening keynote at the EPIC Conference in London, which she describes as “a conference for people who care deeply about making organizations more human-centered.”

Here is the summary:

Technology is playing an increasingly large role in decision-making processes. But are we really making more informed decisions? How do we even know we are asking the right questions? And what are we missing in our measurement-driven world?

This talk seeks to answer these questions by looking at methods of prediction from the Oracle of Delphi in Ancient Greece to the use of electricity during the Scientific Revolution and the invention of computers in the Age of Information. These historical events provide a lens for understanding how we ended up in a “data-driven” society: a world where computers are mostly valued as predictive machines; quantitative output is seen as “truth”; and the qualitative cultural context is seen as inferior to quantitative data. The danger in predictions, forecasting, and measurements that over-rely on quantitative data is that a misleading representation of actual human experiences can result. This is a terrible mistake and one that is committed frequently within organizations.

We are facing one of the biggest struggles of our times: the challenge for institutions is to treat their stakeholders (e.g users, employees, consumers, audience) as humans, not as data points. Connected to this challenge is the dominant belief that numerical measurements such as Big Data, will lead to more knowledge, justifying investment in quantitative research at the expense of qualitative research.

This struggle speaks to the important role of ethnography in ensuring that businesses, governments, and organizations are people-centered in the face of bureaucracy and numbers-driven thinking. But before ethnography can play a more strategic role inside institutions, the field needs to evolve. Ethnographers need to focus on making their work more visible, more integrated with Big Data, and more accessible. Our job is to teach organizations to design for experience, not usability; to create for people, not users.

When companies prioritize experience, they will see a greater business value in bringing in experts to provide explanatory knowledge that is connected to real social experiences.

17 December 2013

Videos online of the Service Design Global Conference

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Nearly all videos of the recent Service Design Global Conference in Cardiff, Wales (19-20 November 2013) are now online:

DAY 1

Making Data Useful

Complex Service Systems

Co-Design & Co-Creation

Micro Services

DAY 2

Morning presentations

Afternoon presentations

28 November 2013

Design Week reflects on the business potential of service design

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Design Week investigates a new wave of service design proponants who are helping to embed design in big brands.

Taking the two-day Service Design Global Conference as a context, the author highlights the radical changes businesses are making by using design to deliver profitable customer-focused experiences.

In particular, the article profiles four cases:

The work of business management firm Capita in helping their clients reshape entire services – the recruitment process for The British Army, and the UK TV licensing process for example – through long term consulting contracts.

Barclays, and in particular the Barclays Pingit project, a payment mobile app that allows users to make and receive payments using their phone’s contact book.

Xerox’s transformation from a tech manufacturer into a services business.

Ideo.org‘s work with Unilever, Water and Sanitation for the Urban Poor, and the Global Alliance for Improved Nutrition to design a scalable business in Kenya selling water alongside hygiene and nutrition products.

19 November 2013

Talks and presentations from UX Australia

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UX Australia 2013, a 4-day user experience design conference that took place in Melbourne at the end of August, has posted a lot of presentation slides and audio recordings on its site.

Here a (small personal) selection:

Agile ethnography in New York’s secret public spaces
by Chris Holmes, AnswerLab (AUS/USA)
A unique user research project which sought to explore the user experience of ‘privately-owned public space’ (or POPS)

Design at the edges: Mobile UX in the developing world
by Gabriel White, Small Surfaces (AUS)
Examples of how organisations working in developing countries are using mobile technology in novel ways to solve real problems.

Design research for emerging markets: Making relevant and successful products
by Andrew Harder (AUS)
A deep-dive into developing customised products for emerging market users and the unique challenges that Westerners face when we try to understand and design in this domain

Two models of design-led innovation
by Steve Baty (AUS)
An introduction to two dominant models of design-driven innovation: hypothesis-led and insight-led

19 November 2013

Bringing sharing to Korea

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Richard Heinberg, author of The End of Growth, gave the keynote address at the ‘Seoul Youth Hub Conference 2013, Reshaping the Way We Live’, held in Seoul, Korea from 6 to 8 November 2013.

The conference was co-hosted with 8 youth-led organizations working for transforming our lives into more sustainable way in various sectors.

The Seoul Youth Hub is a project of the Seoul Metropolitan Government, and its mandate is to help young people “design a future society” by providing a place where they can share and resolve their problems, experiment with a sharing economy, and “discuss specific policies regarding various agendas such as work-labor, housing, life safety net, business creation, youth politics,” and more. The Hub is also intended as a model and a networking center for similar projects throughout Asia.

Richard was quite impressed about it all, and wrote a report on his experience on Shareable.

Very funny was his meeting with the Mayor of Seoul:

“On the evening of the first day of the conference I met Mayor Park at his offices in City Hall, a twisty new steel-and-glass structure whose ground floor is devoted to citizen-led social innovation projects.

Copies of The End of Growth were on the mayor’s meeting room table. Using an interpreter, we got right to it: He had clearly read the book and asked intelligent questions about it. What would I recommend that he and the City of Seoul do to prepare for the end of economic growth? It was a stunning question, given the circumstances, and he appeared eager to consider whatever suggestions I might offer. I started rattling off a laundry list of ideas — supporting farmers’ markets, community gardens, and other staples of a local food system; discouraging cars while encouraging bicycling and public transport; raising energy building standards to the Passive House level; staging more cultural events to increase the happiness quotient among citizens. When I finished, he recited examples of how he and the city have already begun doing nearly every one of these things. He was saying, in effect, “Check, check, check. Come on, what else have you got? Please tell me, and I’ll see if we can do it!” I suggested he find a way for the city to help bring Transition to Seoul. (There are currently two official Transition Initiatives in Japan, none in Korea.) He promised to do just that.”

21 October 2013

Conference Review: UX STRAT 2013, Part 1

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UX STRAT, the first every user experience strategy conference, took place in September in Atlanta, Georgia, at the Georgia Tech Global Learning Center. Pabini Gabriel-Petit was there and she published a first chapter – dealing mainly with logistics and conference experience – in a three-part review.

19 October 2013

Observations from an ethnography conference

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Alexa Curtis recently attended EPIC, the Ethnographic Praxis in Industry Conference, a truly international gathering of ethnographers, anthropologists, strategists, designers, and others who are committed to understanding audiences in order to inform appropriate solutions.

Unlike past years, there was no explicit theme to which submissions had to relate, but themes certainly did emerge.

In her conference review, she concentrates on two: data (in all its forms) and the tension that shapes our practice(s).

Her reflection on why designers have a different take on ethnographic methods than ethnographers themselves is well worth a read.